Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

Orders

You can check the status of your order by logging into your Member Account or calling customer care at (877) 800-0272.

You can easily track your box by logging into your Member Account. Select Shipping History and click on details to view tracking information.

Once an order is placed, we are unable to modify your order. If you wish to modify your order, you may be able to cancel your order within 30 minutes of placing your order to place a new order for your desired products.

Definitely! You can change your subscription by logging into your Member Account. If you would like to make any changes, please update your account before the next box is shipped (approximately every 48 hours before your next shipment is processed), and we will make best efforts to accommodate those changes. However, if the request comes once the next box is already in process for shipment, we may not be able to accommodate any changes.

Our dedicated Customer Care team is available to support you should you have questions or need further assistance regarding your order.

Customer Service
(877) 800-0272
8:00 AM and 5:00 PM EST
Monday – Friday

Brilliant Distinctions® points and rewards are not redeemable on shop.skinmedica.com.

For specific product recommendations or questions about your skin care regimen, please contact your health care provider.

For questions about your skin or which products are best for you, please consult with your skin care professional. For questions about SkinMedica® or the SkinMedica® website, call Customer Service at 1-866-867-0110, 8:30am - 6:00pm CST, Monday through Friday, except holidays.

Returns

We are committed to offering high-quality, scientifically proven products and want to ensure you are completely satisfied with your order. If you are not satisfied for any reason, we will accept returns within 30 days of your original purchase date.

To initiate a return, use the pre-paid shipping label included in the box, then drop off your box at any FedEx location. Please contact Customer Service (877) 800-0272 between 8:00 AM and 5:00 PM EST, Monday – Friday. Shipping charges for returned products will be waived on all approved returns.

In order to ensure prompt processing of your return, please make sure to return your product to the address listed on the in box invoice. At this time we do not accept in-store exchanges. Please contact Customer Service (877) 800-0272 between 8:00 AM and 5:00 PM EST, Monday – Friday if you have any questions.

If applicable, refunds will be provided once your product return has been received and process. Refunds will be applied to the original payment card and may take up to 14 business days.

Shipping and Delivery

All orders receive free 2-3 day shipping. When available, you may expedite your order to ship next day for an additional charge.

No. At this time, products can only be shipped within the United States.

Orders are shipped Monday through Friday, excluding major holidays. Orders placed by 3:00 PM EST Monday - Friday will be shipped the same day. Orders placed after 3:00 PM EST Monday - Friday will be shipped the following business day.